My experience with the Ace LTE

[Vanito]

We bought the ACE LTE for my son and we were excited for him to have a way to contact us while at school or at friends.

He decided to change his password to the dots and move your finger. But like any other child he forgot it.

In the app it says I can reset the password to a 4 digit number but it never changed (Bug found) It stayed as the dots.(Anyone else see this?)

When I googled the answer it says to hard reset from the app. Bad Idea don’t follow this. Because once it resets it just resets from the app not the watch. The watch is still stuck with the dots to unlock.

When calling the poor Customer service which took multiple calls over multiple weeks for multiple hours.

THEY TOLD ME THIS IS OUR FAULT BECAUSE WE MADE A PASSWORD WE DON’T REMEMBER! 

They gave no solution. They couldn’t look into the bug nor update the “solution” google gives. After many calls we are attempting to get money back for the Premium Subscription. 

They will not refund us for the watch. I can not emphasize enough that this is horrible service for this watch. Why put a password when there is no way to reset it? 

Moderator edit:  updated subject for clarity

[RiekoC]

Hello @Vanito 

I'm sorry to see that you didn't get the level of support that you should have. 

This help page (<-- click) describes the reset process to use when the password is forgotten. It's a bit concerning that you tried resetting from the Ace LTE app and the device didn't reset as it should have. I suggest trying to reset the Ace device from the app at least one more time following the steps on the help page.

There's a second method described on the help page that you can try if the reset option from the app still doesn't work. Please read through the steps carefully as it is a bit complicated since you will need to press & hold buttons in a specific order. 

Please let us know if you were able to successfully reset your son's Ace device. 

Just to share with you, shortly after I got my Pixel Watch 2, I set a pattern security lock. However, I wasn't able to unlock my watch since I couldn't remember the correct pattern I had just set. All this happened only a couple of minutes after I had set the pattern. I had to do a factory data reset on my watch. The support rep should have been a lot more understanding & compassionate with your situation. I know that I would have since I've personally experienced a similar situation.